You would be hard pressed to find someone in WFM that would say strong communication skills are NOT a necessary skill to have. It’s unfortunately though not an easy skill to help someone develop; simply telling someone to “communicate better” will often not be helpful to someone who is struggling or looking to improve their communication skills. A good rule of thumb when communicating with other departments such as operations or HR, stating needs as “this is how many agents/employees are needed” whenever possible will often be most intuitive for non-WFM departments. Always avoid using vague descriptions such as “you...
Join the WFH Alliance for two days of candid discussions, practical strategies, and peer learning focused on leading remote and hybrid contact center teams. This in-person experience is your opportunity to connect with forward-thinking leaders, gain actionable insights, and explore solutions to common challenges. Registration includes optional attendance to the St. Paul Saints game the evening of June 2nd at no additional cost! Agenda Highlights: Technology implementation stories Legal landscape and compliance review from Jackson Lewis Attorneys Sourcing, hiring, onboarding,...
Date: Wednesday, May 20, 2026 Time: 1:00 pm ET Modernizing Capacity Planning: See Cinareo in Action Join us for an interactive deep dive into Cinareo, the insight-driven capacity planning solution designed to revolutionize your workforce management and contact center planning. This webinar will cover: Live Product Walkthrough: See Cinareo’s core features in action, including quick what-if scenario modeling, analytics, and intuitive tools like support staffing planning, financial planning. Proactive Planning Strategies: Learn how to replace reactive workflows with agile, data-backed...
December 9 Setting Strategic Goals for Workforce Management — Just like the organization as a whole and the contact center within it, the Workforce Management department needs to have strategic goals that define the direction for the team. Clearly set overall goals make short-term decisions easier and performance more consistent. In this session, you will learn: The 10 most common goals. Definitions and applications. Implications of different calculations. Tradeoffs when goals create conflicts. The essentials of creating a strategic plan. Click here to register: https://swpp.webex.com/weblink/register/r1ec61d8ea4c5ed1281f3ef62f2c1f754
